L1- L4 Support Engineer

JOB TITLE: IT Support Engineer (L1–L4 Support)Department: IT OperationsLocation: HybridOverviewWe are seeking skilled professionals across multiple support tiers (L1, L2, L3, L4) to ensure continuous, reliable, and high-quality technical support for enterprise systems, applications, and infrastructure. Each level builds upon the previous, providing progressively deeper technical expertise and ownership of issue resolution.LEVEL 1 (L1) – Service Desk / Helpdesk SupportAct as the first point of contact for users via phone, chat, or ticketing system.Basic knowledge of Windows/Mac OS, MS Office, email clients, printers, and networking basics.LEVEL 2 (L2) – Technical / Application SupportHandle escalations from L1 and perform in-depth troubleshooting.Support system configurations, patching, and application deployments.Strong understanding of OS internals (Windows/Linux), Active Directory, networking (TCP/IP, DNS, VPN).LEVEL 3 (L3) – Advanced / Escalation / Engineering SupportPerform deep-dive analysis into performance, security, and integration issues.Develop automation scripts and tools to improve system reliability.Work closely with developers to fix bugs and optimize system performance.LEVEL 4 (L4) – Product Engineering / Vendor / Architectural SupportEngage in code-level debugging, architectural decisions, and performance optimization.Support major incident resolution, problem management, and system upgrades.Define best practices, standards, and technical documentation.Conduct technical audits, system health checks, and improvement initiatives.